Complaints process
If you want to make a complaint, we will tell you how to do this
Where a complaint is received, in writing or verbally, we will adhere to the following procedure;
Complaint received - this will be dealt with by the Compliance Officer, Manager or a specific individual, whichever level is appropriate.
By the end of 2 working days we will either;
- Respond to the complaint in writing or by telephone, or;
- Tell you that we need some time to investigate the complaint and we will specify when we will contact you again
If the complaint remains unresolved…
At day 21 we will either;
- Respond to the complaint in writing, or
- Write to you again explaining why the complaint is not yet resolved i.e if we need to refer to a third party or our client you will be notified if you have not been made aware of this already and specify when we will contact you again
If the complaint remains unresolved…
Within 49 days we will;
- Send our Final Response and tell you how to take your complaint further if you are not satisfied.
If we fail to resolve your complaint within 8 weeks, you have the right to complain to the Financial Ombudsman Service and we will provide you with details on how to do this at this stage.
